1595 Georgetown Rd, Hudson, OH 44236, USA Job Description Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project. Trusted by more than 1 million homeowners across the US and Canada, we are America’s largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms. We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250+ regional sales and installation offices and comprehensive field support offices in New York and Hudson, Ohio. We’re proud to say we’ve been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include: Industry-best compensation packages | Fully paid health, dental, and vision insurance | 401k with company match | Paid time off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women’s Committee. Position Summary: The Senior Manager of Customer Care is responsible for leading the daily operations of the inbound customer service organization, providing leadership and strategic vision for first-level service teams. This role drives efficiency and delivers a world-class customer experience by executing on identified areas of opportunity. The Sr. Manager of Customer Service champions the voice of the customer and partners cross-functionally with departments such as installation, product development, and sales to enhance the overall customer journey. This role oversees service and warranty operations across all product lines, ensuring consistency, accountability, and excellence at every customer touchpoint. Essential Duties and Responsibilities: Duty and Responsibility % of Time Spent Lead and manage all first-level customer service operations across legacy, current, and future product lines, ensuring alignment with company culture and values, resolving escalations professionally, and supporting operational needs such as workspaces and training areas. 25 Oversee performance and development of multi-site customer service teams, including those in Hudson and remote locations, by mentoring staff, fostering engagement and innovation, managing the Advocate Mentorship program, and addressing proactive support. 20 Collaborate cross-functionally with teams such as Work Force Management, Unified Communications, Escalated Service, Field Installation, Recruiting, QA, and Training to optimize staffing, ensure consistency in service delivery, and support end-to-end customer resolution. 20 Drive performance excellence through strategic development and monitoring of KPIs, including service levels, handle time, and conversion rates, while also contributing to broader organizational goals and departmental success metrics. 15 Champion customer experience initiatives, including implementing Net Promoter Score (NPS) improvement plans, analyzing call data and sentiment to identify satisfaction drivers, and balancing short-term problem-solving with long-term service strategy. 10 Innovate and improve service operations by identifying and implementing scalable process enhancements that increase efficiency, support product growth, and elevate the overall customer experience. 10 Required Education and Experience: Required Education Bachelor's degree or Combination of education, training, and experience. Required Years of Experience 8+ years of progressive experience in customer service operations, including at least 3 years in a leadership role overseeing multi-site or cross-functional teams. Proven success in managing KPIs, driving performance improvements, and leading through change in a fast-paced, customer-centric environment. Additional Requirements: Strong understanding of service workflows, inbound call center systems, workforce planning, and performance optimization. Skilled in leveraging data to identify trends, improve processes, solve problems, and drive revenue. Effective collaborator across teams including Installation, Marketing, L&D, and Technology. Excellent communicator with strong leadership and coaching abilities. Capable of managing high-volume email threads, appointments, and shared inboxes in Outlook. Skilled in Excel, including pivot tables, filters, and basic data analysis. Proficiency using Microsoft Office Suite. Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status). Preferred Knowledge, Skills, Abilities, or Certifications: Experience in the home improvement/construction industry. Experience in a direct-to-consumer business. Key Competencies: + Managing talent. + Adapting to & managing change. + Strategic alignment and inspiring others. + Communicating and building relationships. + Business acumen and cross-functional knowledge. + Achieving results. Travel Requirements: Occasional overnight travel is required (1-10%). Overtime/Additional Hours Requirements: Additional and non-standard hours may be required (exempt). Physical Requirements: Physical Activity: Frequency of work schedule: Standing Frequently (34-66%) Walking Frequently (34-66%) Sitting Frequently (34-66%) Driving a car/van/truck Rarely (1-10%) Reaching with hands and arms (up, down, or outward) Occasionally (11-33%) Typing Constantly (67-100%) Using hands to touch/manipulate/handle Constantly (67-100%) Climbing and/or balancing Rarely (1-10%) Working at heights Rarely (1-10%) Stooping, kneeling, or crouching Rarely (1-10%) Talking and/or listening Constantly (67-100%) Using foot controls Rarely (1-10%) Twisting of the body Rarely (1-10%) Twisting of the wrist/arm Rarely (1-10%) Lifting < 10 pounds Occasionally (11-33%) Lifting between 10 to 25 pounds Occasionally (11-33%) Lifting between 25 to 50 pounds Rarely (1-10%) Lifting between 50 to 75 pounds Rarely (1-10%) Lifting over 75 pounds Never (0%) Exposure to extreme heat or cold Never (0%) Exposure to loud noise Rarely (1-10%) Disclaimer This job description is not meant to be an all-inclusive list of duties, functions, and/or responsibilities of this position. Other related functions and responsibilities may be assigned as required to complete assignments or initiatives. Leaf Home reserves the right to change, add, delete, or modify job functions as necessary based on business necessity. The company or employee has the right to terminate employment at any time for any reason; employment is at will, to the extent of federal, state, or local law. This job description does not promise or guarantee continued employment with Leaf Home. Diversity and Inclusion Statement Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion. Equal Opportunity Statement Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law). Americans with Disabilities Act Statement and Contact Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to adarecruiting@leafhome.com.